• Assess incidents and determine a solution approach • Understand requests for changes and determine the best approach • Apply a solution approach to assure a business problem has been resolved • Proactively identify opportunities for improvements • Logically conduct assessments, replicate errors, or test situations if possible • Execute small to highest complex configuration changes (many systems, many logics, many interactions, and dependencies) • Perform benefit & risk analysis on small to highest scenario (many interacting key variables) • Demonstrate excellent customer service and develop customer-centric communication • Conduct trainings and presentations to external customers • Participate in shift planning for the virtual team in line with senior management's general direction